Technology Service Desk Engineer

We are looking for a technically capable 2nd Line Service Desk Engineer to join our IT team, supporting both retail stores and head office users in a fast-paced and evolving environment. We are looking for someone who enjoys troubleshooting, diagnosing root causes, and resolving real technical issues, not just following scripts. You will be part of a collaborative Service Desk, working closely with infrastructure and store technology teams.

This is an excellent opportunity for someone who wants to build strong technical foundations and progress into 3rd line or specialist roles. Providing second-line support across retail stores and head office (Windows, M365, EPOS, networks) Diagnosing and resolving technical issues end-to-end, including: • Windows OS issues (performance, profile corruption, updates) • Office 365 (Outlook, Exchange, Teams, authentication) • Active Directory / Azure Entra (users, permissions, group policies) • Networking issues (DNS, DHCP, VPN, connectivity problems) • Troubleshooting real-world problems, not just logging tickets • Identifying root cause vs applying quick fixes • Using logs, tools, and systematic troubleshooting methods • Supporting store technology (EPOS systems, printers, network hardware) • Managing and prioritising multiple incidents with clear ownership • Escalating issues with meaningful technical context and findings • Contributing to knowledge base articles and improving processes • Supporting onboarding, device builds, and user train